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Accessibility and Social Inclusion Black Country and DATES

Explore how the DATES project is improving accessibility through smart card technology for disadvantaged groups in the Black Country. Understand the process of developing authentication tokens for e-services and bridging the digital divide. Partnerships with various organizations drive user-centric design and evaluation. Discover the methods used, including focus group interviews and design workshops, to enhance usability and user experience. Dive into the challenges and opportunities smart cards bring in the public sector for diverse user groups, such as the elderly, minorities, and people with disabilities.

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Accessibility and Social Inclusion Black Country and DATES

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  1. Accessibility and Social InclusionBlack Country and DATES • Dr Steve Cassidy Consultant to BCKS/Sheffield • Dr Andy Dearden Sheffield Hallam University / British HCI Group

  2. BC Learning Net Joint Centre Of E-Learning Support e-Learning Solutions For BC Business • Service access card • Location independent across the BC • Access to learning, banking, leisure • & citizenship privileges BC Smart Card E-Citizens Benchmarking Framework

  3. Black Country Scheme and Activities L.A. Non L.A. • DUDLEY • Library • Dudley Learning C’s • Leisure • Hawkins Haulage • Halesowen College • SANDWELL • In discussion W-SPES • The pUBLIC ULN • University • W’ton College • TLC (Learning) NSCP • WOLVERHAMPTON • school – cashless • catering (LEA) DATES • Credit Union • The Bethel • (Learning) WALSALL

  4. Learning Smart cards Personal Finance Memory sticks Technologies Applications Democracy Biometrics ???? ???? Developing Authentication Tokens for E-Services (DATES) Initial authentication and use of e- services often problem for certain disadvantaged groups Potential Users Disad learners Low income Disabled Elderly NEFL Reduce the digital divide Evaluation of technologies User-led design Learning Report Guidance Pack

  5. Partners • Black Country Knowledge Society • Sheffield City Council • Unicard – CMS services/web • Sharp – smart cards and related tech • Routeco – learning packages • Sparta – Secure web transaction service • Sheffield Hallam University – usability • Newcastle University - biometrics • Wallsave Credit Union/Sheffield Credit Union • TLC College Wolverhampton

  6. Partners

  7. Users driving design Andy Dearden Sheffield Hallam University / British HCI Group

  8. Communication & Computing Research at Sheffield Hallam • Technical communication • Communication in society • Large scale information systems • E-commerce, database systems • Analysis methods, impact studies • Interaction design and usability • Mobile devices, decision aids, accessible design • Design methods, design tools • Engaging users in designing • Software Engineering • Agents and web technologies

  9. What do we do? • Help people explore • Current needs • Future technologies • Engage people in designing • Hands on • Directing the technology & the technologists • Mutual learning • Evaluating usability & user experience • At the design stage • At the prototype stage • At the final roll out

  10. Smartcards in the public sector – a challenge • Very diverse user groups • Elderly • Disaffected young people • Ethnic minorities • People with disabilities • Cinderella technology • Limited attention from the research community • Highly accountable • Mistakes will be punished!!

  11. DATES project - Methods • Focus group interviews • Talking about lives • What they do and what they use • Initial responses to smartcard concepts • Design workshop • Scenarios and story telling • A resource allocation game • Collaborative workshop • Personas • Conceptual designs

  12. The focus groups • Elderly • Agewell lunch club network, Sheffield • Ethnic minority members • Bangladeshi women’s group (mixed ages) • Disadvantaged learners • New Deal participants • People with disabilities • OneVoice Action on Disability

  13. YOUNG ELDERLY Disparate Information/media sources No credit Data secure / private Personalise!! Passpics Quality of encryption Games!! Ascribing rights NI cards Trusted third parties to pay PIN problems Fingerprint /not iris Established activity centres Forms Reward! cards ID +ve Pic +ve Social isolation Pay Point Confusion re: UK system Fear of debt Trusted Financial advice Saving over spending LOW INCOME/CU NEFL/ IMMIG

  14. The design workshops • 2 hour session • Pastiche Scenarios • Exploring possibilities through stories • Based on future concepts • Examination of prototypes • Picture PINs • Resource allocation game • How would our users like to spend their money

  15. Pastiche Scenarios • Present the technique • Believable stories of ‘real people’ doing real things • Blanche Hunt visits Deirdre Rashid in hospital and arranges to pick up her pension for her • Users develop their own scenarios • Decks of cards for • Possible characters (Scrooge, Victor Meldrew, Bart Simpson) • Activities (applying for housing benefit, renewing a bus pass, visiting the doctor, starting a course) • Googlies – (lost card, new baby, job interview later today) • Discussions tape-recorded

  16. What happens? • Users add their ideas to the scenario • Scrooge limits the amount of cash on his card • Storing lottery numbers on the card • Providing the holder with an audit trail • Discussion raises potential issues • Parking meters may need to change • Nick Cotton would quickly figure out Dot’s Picture PIN • Who updates personal details? • Mixing different types of private data • Financial • Medical • Different levels of security for different applications

  17. Resource Allocation Game • A range of services • Represented on cards • Small payments, buses, car parking, credit union deposits, library, leisure centre, course attendance, store loyalty … • Users given £100 • Monopoly money • Spend it on the services you value

  18. Findings • Many groups want choice • Select the services we need • Select the authentication methods • Different combinations on different cards • Associations between cards • Lending the bus fare to get a child home • Home readers • Card in combination with the kitchen calendar

  19. Why the methods matter • Play sparks imagination • Prototyping picture PINs • Brought out richer discussions • Scenario writing • Brings up issues & problems that were not apparent in focus group discussions • Handling example cards • Enabled the young people to tell us our example cards were boring – they want to customise and design their own cards!

  20. SOME APPLICATIONS SOME GUIDANCE • Credit Union Workshop • Paying in and saving important • Some small payment shopping • Elderly Workshop • Council form filling • Transport • Young Workshop • Games (memory, rewards, access) • Disabled Workshop • Emergency information • Identify concession Back-up system Thumbprint as access tool Provide a range of procedures

  21. Next Phases • Collaborative Design Workshop • User panel – Pop Idol • Learning Access/Personal Account Control/Biometrics • Demonstrators • Prototype • Wish List • On-Going Panel

  22. Further Information Stuart Hill Black Country Smart Card Manager/DATES hillstuart@walsall.gov.uk Tel: 01922 748361 Mobile: 07834 121115 BCKS Conference 1 & 2 March 2005 Walsall Football Club Workshops and demonstrations www.bcks.org.uk

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